摘要:目前我国酒店业服务正处于蓬勃发展时期，酒店业市场竞争日趋激烈，为了缩小与国际酒店的差距，在激烈的竞争中赢得一席之地，高星级酒店极有必要开展服务补救。本文通过查阅大量的文献资料，对国内高星级酒店服务补救现状及其存在的问题进行了深入的分析，并针对这些问题，提出相应的服务补救策略,力求提升高星级酒店的服务水平和市场竞争力。

关键词：星级酒店； 服务补救； 服务补救策略

Abstract:At present,in the face of the competition is fierce,first-class hotels must carry out service recovery,in order to narrow the differences with international hotels and win the game. In this paper,the applying situation of the service recovery in our country’s first-class hotel was examined,and the problems existed were analyzed.Finally,the methods to promote the service recovery application in first- class hotel were presented both in eternal service recovery and internal one according to the analysis.They can be used as reference for improving the service recovery quality、the competitiveness and the profitability of fisrt-class hotel.

Key words:  Starred hotel;  Service recovery;  Service recovery method

　　由于饭店提供服务的无形性、易消失性、可变性和顾客的参与性等特定性，使服务失误的发生成为必然。因此，服务补救就成为提高服务质量的关键性要素，建立科学而规范的服务补救体系，针对服务失误做好事前、事中和事后的补救工作，是提高服务质量的一项重要的任务。

同时，要让饭店的全体员工都认识到服务补救的重要意义并不断对服务补救策略进行完善和“升级”，才能树立良好的饭店形象，服务补救离不开全体人员的共同努力，一线员工是关键，培训和授权也是必不可少的。